Yasmeen Chavez
Richmond
Summary
Seeking a Customer Service Rep role with 8 years of experience in customer support and sales. Excelled in resolving customer inquiries and concerns, maintaining professionalism, and mastering product knowledge. Proven track record in enhancing customer satisfaction and sales performance.
Overview
9
9
years of professional experience
Work History
Chat Support
Accredo Specialty Pharmacy
12.2024 - Current
- Assisted customers across various platforms such as phone calls, emails, chat support systems – ensuring consistency in service delivery methods regardless of channel used by clients.
- Resolved technical issues for customers through phone, email, and chat support channels.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support
- Managed online chat support, offering timely assistance to customers during the booking process.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Collaborated with team members to share best practices for handling complex inquiries and improving overall performance.
- Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
Customer Care Representative/Teller
Luminess Air LLC
10.2020 - 10.2024
- Address customer inquiries and concerns, ensuring resolution and customer satisfaction with accurate information and tailored solutions.
- Consistently maintain professionalism, contributing to a positive company image and customer experience.
- Master product knowledge and promotions, effectively communicating benefits to customers, resulting in high sales performance.
- Enhanced customer satisfaction by addressing and resolving complex inquiries through chat support
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Skilled at working independently and collaboratively in a team environment.
Front Desk Receptionist
Inspired Living
11.2018 - 09.2020
- Delivered customer service by greeting visitors, providing information, and assisting with inquiries to enhance the reception experience.
- Coordinated appointment scheduling and conducted tours, ensuring effective communication and organization of facility logistics.
- Maintained security protocols by verifying identification and processing required documentation for all facility entrants.
Remote Customer Service Representative
Populus Financial Group
04.2016 - 11.2018
- Provided customer support by managing a high volume of calls, addressing account queries, locating healthcare providers and pharmacies, and explaining benefits, while maintaining HIPAA compliance and achieving a typing speed of 70 WPM.
- Thoroughly and efficiently gathered customer information following HIPPA, fulfilled all customer needs.
- Educated customers on benefits according to health plan, provided outstanding listening skills and sympathy.
- Utilized and navigated multiple systems simultaneously. Evaluated customer information to explore issues, developed potential resolutions.
- Excellent typing speeds 70 WPM. Dependable worker and met all attendance requirements according to company policy.
Education
Associate -
Wharton Junior College
08.2024
High School Diploma - undefined
South West Texas High School
01.2016
Skills
- Helpful, Friendly and Accommodating Demeanor
- Multitasking Skills
- Bilingual (Spanish)
- Office Technology Skills
- Trustworthy
- Hard Worker
- Team Leadership
- Communication
- Insurance Verification
- Communication Skills
- Empathy
- Problem-Solving
- Active Listening
- Product Knowledge
- Patience
- Conflict Resolution
- Multitasking
- Technical Proficiency
- WORD
- CRM
Timeline
Chat Support
Accredo Specialty Pharmacy
12.2024 - Current
Customer Care Representative/Teller
Luminess Air LLC
10.2020 - 10.2024
Front Desk Receptionist
Inspired Living
11.2018 - 09.2020
Remote Customer Service Representative
Populus Financial Group
04.2016 - 11.2018
High School Diploma - undefined
South West Texas High School
Associate -
Wharton Junior College
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